What are some of the trends in Customer Experience for 2023 and beyond? My six!
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Here are some key areas where many organizations miss the mark when thinking about their marketing technology stack.
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Sometimes I don't want to complete that purchase right that minute.
Sometimes your cost of delivery was almost the same as the product but I only found that out right at the end.
What is a CDP vs a DMP vs a Data Lake? A CDP is like having friends in your home. A DMP is like walking into a bar and chatting up with people you've never met.
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There are four key pillars for technology adoption in Marketing. Technology is the enabler. The driver is providing consumers with a holistic experience.
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There are some critical gaps in marketing approaches that need to be addressed.
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What areas can you focus on now to reap the benefits for the long term?
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This is not the time to stop, it's the time to adapt. You can't build a long term future on short term thinking.
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It should be simple: If you don't want something done to you, don't do it to your customer.
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What does Personalisation really mean in the context of Customer Experience? How do you do it effectively?
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We talked about Data Driven Marketing, how ‘driven’ needs a rethink, what’s the construct and framework, how do companies create a conducive environment and more.
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Data is critical but blind collection of data with no discernible difference to a customer is meaningless.
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“The battle between every startup and incumbent comes down to whether the startup gets distribution before the incumbent gets innovation.”
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Good Customer Experience creates a virtuous loop. With positive CX, customers are willing to pay more, they can move from awareness to advocacy.
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How do you choose your Martech stack? There are 7000+ tools available today. It's important to see through the noise and keep your eye on the goal.
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Digital transformation is about customers and employees. It's critical to plan for the human factor, and not see a digital transformation exercise as being a tech solution alone.
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I hear a lot about large companies wanting to better their digital presence, their customer experience, invest in technology and adapt to the moving times. In many cases they are struggling. I always ask who controls the budget.
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